Field Service Consultant
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Core Resources
Exam Overview
From the official exam guide
Questions
65
Duration
105 min
To Pass
65%
Pricing
$200 registration · $100 retake
Delivery
Online proctored or at a testing center
Experience
Recommended prerequisite: Service Cloud Consultant or Platform Administrator
Prerequisites
None required
Exam Topics
Each topic section shows the topic weight, learning objectives, and links to study resources.
Managing Resources16%
Service territory setup and Primary vs. Relocation membership, service resource types (Technician, Crew, Contractor), crew configuration and crew leader requirements, skills and skill levels, time-based skills, operating hours, time sheets and time sheet entries, and field service license types.
- Set up and manage crews.
- Determine how and when to set up different resource types.
- Given a scenario, recommend the appropriate Service Territories and their Members.
- Explain the relationships between time sheets, time sheet entries, service resources, and Work Orders.
- Demonstrate how to use skills, skill levels, and time-based skills.
- Show how to use operating hours for service resources, accounts, Work Orders, and booking appointments.
- Distinguish between Field Service license types and when to deploy them.
Resources
Managing Work Orders23%
Work Order object configuration and Work Types as templates, Work Order Line Items and their relationship to Service Appointments, Resource Preferences (required, preferred, excluded), Products Required vs. Products Consumed, Work Order Milestones for SLA enforcement, and the Service Appointment to Work Order to Work Order Line Item hierarchy.
- Configure Work Order processes, parameters, and Work Types.
- Given a scenario, choose the appropriate Resource Preferences.
- Apply Products Required to a Work Order.
- Analyze how and when to use Work Order Line Items.
- Illustrate how to configure Work Order Milestones.
- Given a scenario, recommend the appropriate relationship between Service Appointments, Work Orders, and Work Order Line Items.
Resources
Managing Scheduling and Optimization28%
Dispatcher Console Gantt and map views, service appointment lifecycle states (None through Completed), schedule policy and rule configuration, Complex Work and multi-day service appointments, aerial vs. street-level routing, dispatch strategies (Drip Feed vs. Predictive), in-day vs. global vs. resource schedule optimization, optimization job setup, scheduling service types (Book Appointment, Candidates, Schedule for Drip Feed), and DateTime tracking fields.
- Understand different field service settings for SFS Administrator.
- Given a scenario, choose the appropriate action to manage a Service Appointment.
- Given a scenario, apply the appropriate lifecycle of a Service Appointment required to execute a Work Order.
- Decide on the appropriate Schedule Policy to achieve the business requirements.
- Given a scenario, determine the appropriate option to execute Complex Work in SFS.
- Explain the difference between a multi-day Service Appointment and a standard Service Appointment.
- Outline the differences between aerial versus street-level routing.
- Given a scenario, determine the appropriate dispatch strategy for an organization.
- Compare different filtering options for the Dispatcher Console.
- Explain how to set up optimization.
- Given a scenario, decide the appropriate type of scheduling service to use.
- Given a scenario, decide the appropriate type of optimization service to use.
- Understand the usage of Salesforce Field Service for DateTime tracking fields.
Resources
Configuring Mobility10%
Field Service mobile app (managed package, full offline capability, customer signature capture, sign-off process) vs. Salesforce Mobile app capabilities, mobile worker setup and permission sets, offline briefcase configuration, mobile app settings and branding, and real-time location sharing via Appointment Assistant.
- Assess the requirements and tools needed to execute a customer sign-off process.
- Given a scenario, configure the Field Service app to support key business processes.
- Distinguish between Field Service Mobile and Salesforce Mobile app capabilities.
- Understand the available SFS Mobile settings.
Resources
Managing Inventory8%
Product catalog and price book setup for consumed products, inventory model selection (van stock, trunk stock, service vehicle), Return Order object and return process, Products Required vs. Products Consumed distinction, and price book assignment logic for field service.
- Given business requirements, distinguish the appropriate price book model for products consumed.
- Given business requirements, justify which define the applicable inventory model.
- Explain the Return Order object model and process.
Resources
Managing Assets5%
Asset hierarchy and asset relationships (Component of, Replacement for, Duplicate of), linking assets to accounts and contacts, asset-to-work-order relationships, and asset lifecycle tracking for installed equipment.
- Apply procedural concepts to maintain and update assets and asset relationships.
Resources
Configuring Maintenance Plans5%
Maintenance plan object configuration, Work Type assignment on maintenance plans, maintenance windows and generation horizon, auto-generation of Work Orders on a defined schedule, and recurrence pattern options.
- Given a scenario, recommend the appropriate maintenance plan.
Resources
Permissions and Sharing5%
Field Service permission set licenses (FSL Admin, FSL Dispatcher, FSL Resource, FSL Agent), sharing service appointments with resources via the scheduling engine, user territories vs. service territories, and org-wide sharing for Field Service objects.
- Understand use cases for different types of SFS permission sets.
- Explain how scheduled Service Appointments are shared with service resources.
- Understand the differences between user territories and service territories.
Resources
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